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Measuring the effectiveness of customer service my findings Criteria Rating Comments Greeting 8 I was in the shop for a few minutes and as soon as I picked up a brochure they came over. Brochure display 9 Well set out and informative. Queues 8 All kiosks were being used but the queues went down quickly. Advice given 10 Good advice given. Really helped. Staff knowledge 9 The staff knowledge was nearly perfect. The only down point was the waiting when I asked for a price. Meeting my needs 9 Took all my needs into consideration and helped me on what I wanted to know. Friendliness 10 Very polite from when I entered to when I walked out of the door. Greeting- I did not receive a greeting when I entered the shop but most of the travel agents were busy with other customers. Even though when I entered the shop I wasn't greeted, I still felt welcome as they said hello. The only reason that I gave it 8 out of 10 is that...

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